Position Title: Manager, Product Support and Training
Work Location: Columbus, Ohio
Employment/FLSA Status: Full-Time/Exempt
Reports To: Director, Besa Platform
Target Salary: $50,000 annually
About the Organization
Besa is a Columbus-based nonprofit dedicated to powering a wave of civic engagement that changes the world. We fulfill critical needs by connecting people to community service. We make giving back easy — and transformative.
Founded in 2012, Besa has forged partnerships with businesses, individuals, nonprofits, and government institutions to mobilize people around community needs and curate projects that provide powerful, positive impact. Through philanthropic engagement strategies for businesses, meaningful volunteer opportunities for individuals and innovative collaborations with nonprofits, Besa builds authentic, purposeful relationships.
In 10 years, Besa has sparked a movement of good that has rallied more than 60,000 volunteers to give 145,000 hours at 10,000 service projects, making an impact of over $50M in the community. Now, we’re laying the groundwork to expand nationally, and we’re building the team to take us there.
About the Role
The Manager of Product Support and Training — a new position — will support Besa’s growing list of corporate clients and the advancement of our civic engagement platform. As a member of Besa’s technology team, He/She/They will be our front line of support, providing exceptional customer service to our external partners and internal team members, expanding their knowledge and understanding of the Besa platform and managing customer deliverables, including training and reporting requests. Relationship building, creative problem-solving, and tactical thinking are core skills for this role. The ability to effectively manage multiple projects and work well with cross-functional teams is a must.
Primary Responsibilities
- Act as the first point of contact and a trusted resource for external partners and clients
- Prioritize and triage stakeholder requests timely and efficiently
- Conduct training for our custom-built SaaS solution which is used to manage corporate philanthropy programs and volunteer engagement experiences
- Train and support Besa team members on internal technology tools and processes
- Create and document standard operating procedures for onboarding and training to ensure user success and streamlined processes
- Communicate customer needs to Besa’s Platform Director and collaborate to prioritize the technology roadmap
- Troubleshoot and follow up on bug reports when necessary
- With a continuous improvement mentality, continue to assess the platform and incorporate feedback from internal and external stakeholders to leverage the platform to its fullest capacity
- Provide basic IT support, including laptop configuration and troubleshooting when needed for the Besa team
- Other duties as assigned
Qualifications
The ideal candidate will have many if not all the following professional and personal qualities, skills, and characteristics:
- 4+ years in software customer support, content development, and training
- Effective and engaging communicator with the ability to articulate technical concepts in a simple and straightforward way
- Confident leading demos and training sessions with all levels of stakeholders, both internally and externally
- Exhibits professionalism, optimism, and enthusiasm; enjoys working with diverse constituents; and thrives in a collaborative environment
- Creative problem solver, committed to high-touch customer service, and responsive to partner needs
- Has experience in analyzing technical issues
- Proficiency with CRM software and Mac OS
- Committed to the mission of Besa and a desire to change the world with us
- Must be fully vaccinated for Covid-19 and be willing to follow CDC protocols including mask-wearing
Travel Requirements
Because this position will require some local travel, reliable transportation is preferred.
Work Environment
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The physical demands and work environment described in this job description are representative of those an employee encounters while performing the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use a computer and communicate with co-workers. The employee is frequently required to stand or sit to complete work and may occasionally lift and/or move up to 40 pounds.
What We Offer
- Award-winning, entrepreneurial nonprofit, headquartered in German Village
- Hybrid Work from home option offers flexibility in your schedule
- Energetic and collaborative team driven by a mission to increase civic engagement
- Competitive health, dental and vision benefits package, including retirement, short-term and long-term disability benefits, and parental leave
- Generous vacation policy and paid holidays off
- Professional development opportunities
To Apply
Besa seeks to maintain a diverse and welcoming workplace; therefore, candidates from all backgrounds are encouraged to apply. As an equal opportunity employer, we do not discriminate based on race, color, gender, gender identity, disability, religion, national origin, age, sexual orientation, genetic information, pregnancy, or any other protected category.
Please view this job description as a general overview, but not a mandatory comprehensive list. If you are passionate about our mission and believe that you have the skills to contribute and lead in this role, we welcome you to apply.
Submit your resume and cover letter to: technology@givebesa.org
